Aetherpal Inc.

Astherpal Inc.

Vmware, Inc.

Subramanyam Ayyalasomayajula

Deepak Gonsalves

Ramesh Parmar

Pooja Chengappa

Calvin Charles

Byung Joon Oh

Artun Kutchuk

Ranjithkumar Palanichamy

Deepa Jagannatha

Mahadevan Viswanathan

Ranjith Kumar Palanichamy

Described herein is a method and system that provides symptom based and context sensitive knowledgebase management during a remote management session with a connected device. Knowledgebase profiles are generated that are linked to symptoms and device metrics and knowledgebase search rules are set that are linked to the symptoms, and specific device metrics. The knowledgebase management system provides a remote support technician with the support information instantly during a remote management session based on the symptom described by an end user and an assessment of the connected device state in order to aid in the troubleshooting of the issue and assist in the transfer of the knowledge.

Generating storyboard for a knowledge base in virtual mobile management

Knowledge base in virtual mobile management

Described herein is a method and system that provides access to numerous connected devices in a device bank and allows remote interaction and control of aspects of the connected devices using a remote management system. In an embodiment, the method comprises the configuring of one or more connected devices in the device bank to mimic an end user's connected device configuration and environment in order to resolve an issue with the end user's connected device. In other embodiments, the connected devices in the device bank can be used by end users such as developers to test and diagnose new applications and by remote support technicians to train themselves on connected devices.

Virtual mobile management for device simulation

Described herein is a method for providing peer to peer remote control management between a helper and a beneficiary mobile device. The method includes registering, by the helper and beneficiary mobile devices, with a secure server. The helper mobile device authenticates with the secure server. The helper or the beneficiary mobile device perform discovery with respect to the other device. A trust relationship is established between the helper and beneficiary mobile devices by performing mutual authentication. An auto connection discovery process is performed to determine if the helper and the beneficiary mobile devices are on a same sub network. A peer to peer connection is established between the helper and the beneficiary mobile devices if the helper and the beneficiary mobile devices are on the same sub network and a secure server mediates between the helper and the beneficiary mobile devices if they are on different sub networks.

Peer to peer remote control method between one or more mobile devices

Disclosed is a system and method of allowing multiple customer support organizations to establish virtual mobile management sessions with a mobile device using a multi-persona client on the mobile device that does not have to reconfigured for each of the multiple customer support organizations.

Multiple-persona on mobile devices

Described herein are a method and system that has the capability to interface with a remote control system and utilize systems within wireless devices to activate a debug logger and view and analyze the collected data logs. A wide range of measurements and analytical with respect to applications, device hardware, device software and network in various simulated and natural environments is obtained, and transmitted to the remote system for analysis and storage.

Method and system for collection of device logs during a remote control session

A method of implementing access restrictions on mobile devices during a remote control session Network based restrictions; User controlled restrictions, or User controlled access list restrictions. A remote support technician connects to a mobile device to perform remote access to the mobile device. As part of the remote control session a policy can be pushed to the device that would have a list of applications that would need to be allowed by the user to be shared with remote technician. Alternatively no policy is pushed and the user must allow remote support technician access.

Access control list for applications on mobile devices during a remote control session

The instant invention is a process for a Self-Care system that allows mobile device subscribers to manage their own devices without making a trip or a phone call to the customer care center. Subscribers can view service issues and repair and update settings, check the status of their devices, and manage device security minimizing customer service calls. Dynamic workflow navigates the subscriber to easily find a solution to their problem which will substantially reduce frequent calls to customer care. Dynamic menus avoid the unnecessary information that the subscriber might enter about the device and leads the subscriber towards the path of solving the issue. The system is scalable to include diagnostics tools as part of self-care and customer care, where the subscribers can benefit from these tools to reset their device to a normal state.

System to assist a mobile device subscriber to perform self-diagnosis of the mobile device

Disclosed is an apparatus and method to access privileges of Virtual Mobile Management (VMM) client in mobile device. A disclosed example method contains an assigning embedded stub to raise the access privilege of the tool on a mobile device, the embedded stub is integrated by an operating system of the mobile device with 'root' privilege, determining via a secured key exchange algorithm that the VMM client and tools is authorized to be installed on the mobile device then, the VMM client and tools of a mobile device are authorized to access a network interface of the Communication Endpoint Gateway (CEG) server, configuring the embedded stub to install the key exchange procedure for the shared certification between the embedded stub, VMM client and the session mediation server, enabling the embedded stub to communicate through a secure link via VMM client.

Growing community of inventors

Kendall Park, NJ, United States of America

Subramanyam Ayyalasomayajula